USEFUL INFORMATION IF YOU BOOKED ON THE TUI WEBSITE – OR VIA THE TUI APP – AND YOUR HOLIDAY HAS BEEN CANCELLED

​• You’ll receive a refund credit for the full value of your holiday, and we’ll give you a separate booking incentive.  We understand that you may not be ready to book again just yet, so the refund credit gives you the flexibility to book your travel in the future. Plus, if your original booking was for a package holiday, you’ll get a separate booking incentive, too. 
             
You can read the refund credit and separate booking incentive terms and conditions here.
 

• If you’re unable to accept a refund credit and you have already received your refund credit code, please use our refund request form to apply for a cash refund.

Please be aware that we are unable to process your refund request if you haven’t yet received your refund credit code.
 
• If you booked through a third party, you should contact them directly, as their conditions around changes and cancellations may differ. 
 
• If you’ve already booked a Crystal Ski holiday, you’ll find all the information you need to know on their  website. This page will open in a new window.

1. If you find a holiday to a different destination that you’d like to book for summer 2020, or you’d like to keep your original package holiday and amend to a later season, you can easily amend using Manage my Booking. If you have any technical issues with this, please contact us on 1850 946 164.
 

• If you amend, you’ll receive a booking incentive, so you can find a holiday that’s right for you without worrying about the extra cost.
• You have 7 days to amend your booking from when you receive your cancellation confirmation email. After this, your holiday will be automatically cancelled.

• You’ll then receive a refund credit for the full cost of your holiday, plus a booking incentive, which you can put towards any holiday that’s currently on sale up until 31 October 2021.

We understand that rather than waiting for your refund credit, you may want to amend your booking with your booking incentive straight away, so we’ve set up our systems to make this possible. 
 
If you booked your package holiday on our website, on the TUI App, and your flights were scheduled to be with TUI Airways, you can easily amend your booking on the Manage my Booking page. The exceptions to this are if you added insurance to your booking or your booking is a cruise– unfortunately you won’t be able to amend online. 
 
If you booked a cruise, or added insurance to your booking, you need to call 1850 946 164. You can call between 9am and 6pm from Monday to Friday and one of our Travel Advisors will be able to help you amend your booking. 
 
You can read the full T&Cs here. 

Yes, if you’ve already requested a refund you’ll receive this back to your original payment method. We’re trying to process these as quickly as possible so please do bear with us.

You can use your refund credit as payment on any alternative or existing TUI package holiday – including a Marella Cruises sailing. You can also use it for a TUI Airways flight-only, TUI accommodation-only or a Marella Cruises cabin-only booking. We have holidays on sale up until 31 October 2021. 
 
If for any reason you don’t book an alternative holiday, we can change your refund credit to cash, 12 months from your original departure date. We’ll refund you using your original payment method.

You can use your refund credit on the TUI website. 
 
Or, if you’d like to chat it through, you’ll be able to do so with one of our Travel Advisors by calling our contact centre – we’ve set up many of our Travel Advisors to work remotely until our stores and contact centres are back open. You’ll just need to call 1850 946 164. You can call between 9am and 6pm from Monday to Friday. If you're calling from Northern Ireland, please call 0203 451 2778.
 
You can also use it in one of our TUI Stores when they re-open. For details of your nearest shop click here.

1. Choose the holiday you’d like to book 
 

2. When you reach the passenger details page, you’ll need to enter your refund credit code into the refund credit box at the top of the page. Your refund credit code will be emailed to you.
 

Just so you know, if you’ve also received an incentive this will automatically be applied if you are making a new package holiday booking.
 

3. Another box will then pop up where you need to add in your original booking email address and original holiday booking reference (to make things easier, we included all the details you need in the email with your refund credit code).
 

4. Once your refund credit code has been accepted, you just need to fill in the passenger details information and click continue. 
 

5. Your new booking is complete, and you’ll receive a confirmation email from us.  

What happens if my new holiday costs less than my refund credit?
If your new holiday costs the same amount or less than your refund credit, then you’ll be taken straight to the confirmation page and your booking will be complete. You’ll receive an automatic refund for any outstanding refund credit balance. If we don’t have your details, we’ll be in touch to get them and arrange your refund.

What happens if my new holiday costs more than my refund credit?
If your new holiday costs more than your refund credit, you’ll also be taken to the confirmation page, as we appreciate you may not be ready to cover the extra cost right now. You’ll need to pay any outstanding amount 12 weeks before your new departure date.  

However, if your new holiday is due to depart within 12 weeks from when you are making the booking, you’ll be taken to our payment page to pay the outstanding balance before you reach the confirmation page. 

If the holiday you’d like to amend to costs less than your previous booking, we’ll need to refund you the difference. Unfortunately, due to the way our systems are set up, we’re unable to process this online for you. So, to change your booking, please call us on 1850 946 164 between 9am and 6pm from Monday to Friday 

If you’d like to cancel your booking, you’ll also need to call us on the same contact number and a member of our team will be able to process a refund for you.

If you’d like to apply your refund credit to an existing booking, you’ll need to give us a call on the number below so that one of our Travel Advisors can help you. We’re working hard to get our systems set up so you can do this in Manage my Booking soon, but in the meantime you’ll need to call us. 
 
Please be aware that our call centre teams are incredibly busy, so call waiting times are considerably longer than usual. You can call 1850 946 164 between 9am and 6pm from Monday to Friday.

The Irish Government agreed on the 8th May 2020 to provide a state guarantee for refund credit notes for package holidays issued by Irish licensed travel agents and Tour Operators. We want to reassure you that, because we’re members of the world’s biggest holiday company, you can book with confidence, knowing you’ll receive support and help to get home if your travel plans become affected while you’re away.

No, the booking incentive is not combinable with any other offers. Therefore, promotions such as the inflight rebooking voucher, Family & Friends discounts and sale codes can also not be used with the booking incentive. 

Customers who purchase an alternative holiday with a free child place can use the booking incentive at the same time.

If your other booking still has an outstanding balance you can use your refund credit to pay, however you won’t be able to use the booking incentive on an existing holiday. If you’d like to use both your refund credit and your booking incentive, you will need to book an alternative package holiday. 

When your refund credit expires on 31 October 2021, you will automatically be issued a refund for any remaining balance you have on your refund credit. If we don’t have your payment details, or your card has expired, we’ll contact you to arrange your refund.

We understand how disappointed you must be feeling and fully appreciate the need to offer you additional flexibility. We’ll be contacting you directly to talk about your options, so please do bear with us.

​I booked excursions/theme park tickets directly on goTUI.com:
You’ll be able to re-arrange the date of your excursions/theme park tickets once you’ve booked your new holiday. Alternatively, please visit www.goTUI.com to cancel your excursions and apply for a refund.
 

I booked excursions/theme park tickets in a TUI store:
You’ll be able to re-arrange the date of your excursions/theme park tickets once you’ve booked your new holiday. Alternatively, we can process a refund to the original payment method you used when you booked your excursions.
 

I booked an excursion for my Marella Cruise online, how will I get a refund?
If you booked your excursions online at https://www.marellaexcursionspassenger.tui.co.uk, you’ll be automatically refunded via your original payment method. So do keep an eye on your card statement.

• If you booked any holiday extras with us at the time that you made your booking or in Manage my Booking, like extra legroom seats or additional luggage, the amount you paid for them will be included in your refund credit. Any extras bought through the airline portal or on gotui.com will receive a refund back to your original payment method.
  

​• If you purchased travel insurance through TUI you’ll be provided a refund onto the card you used to make the purchase.
 

​• If you booked any other holiday extras with us, we’ll proactively contact you.
  

​• If you booked any extras with us in one of our TUI Stores, we’ll be in touch with you to let you know how we will refund the value of these to you.
 

​• If you booked any holiday extras through third parties, you’ll need to contact them directly.